IT Service Desk Team Leader Job

IT Service Desk Team Leader Job

Our Client is an IT Company Currently recruiting an IT Service Desk Team Leader.Role Description
This is a leadership role.

• The team leader will be a people manager to the IT service desk team.
• The team leader will be responsible for all the KPI’s of the team and should be able to do look at least 1 year ahead for the team.

 Key Accountabilities

• Understand and keep track of key team KPI’s. Manage dips in performance with adequate reinforcement plans proactively.
• Monitors, coordinates and supervises the daily activities of the staff in the operations team.
• Manage staffing and scheduling.
• Manage induction for new team members.
• People management and associated responsibilities like performance and development management.
• Manage relationships of the key interfaces of the team
• Able to plan long term improvements, looking at least 1 year ahead
• Understanding of processes run by team and ability to bring in improvements and efficiencies within the team.
• Able to conceive and implement productivity improvements within operations.
• Manage escalations across the IT service desk m.
• Generate periodical reports for IT Services Manager
• Constant monitoring of contract scope and ensuring that any new projects are tracked and either absorbed into the exiting profiles or creation of new scope/profiles.
• Primary SkillsIT Service Delivery

Must to Have:

• Very good people management skills, should have experience in previous roles.
• Very good communication skills, should have managed services across geographies.
• Ability to drive initiatives in the team with creativity and a long term vision.
• ITIL understanding, experience of dealing with process improvements.
• Having a proven track record.
• ITIL foundation certification.
• Good understanding of End User IT Infrastructure, challenges and common work around

Experience

• Experience in hiring and building small to mid-sized teams.
• Experience in managing technical teams.
• Experience in handling a high volume operations teams.

Educational Qualifications

• BSc. Computer Science or Related
• ITIL Certification
• Microsoft Certification/Cisco Certifications
• 3-5 years of experience as Team Lead/Manager

How to Apply

If you feel you fit the above role, please send your CV only quoting the job title on the email subject to jobs@alternatedoors.co.keN.B: We do not charge any fee for receiving your CV in our database nor for interviewing.
Only candidates short-listed for interview will be contacted.